Customer Project / Program Manager
DXC.technology - India
Total years of experience :18 years, 0 Months
• Manage overall delivery of Products/solutions from Pilot/ POC to production and engage stakeholders through the entire project-life-cycle in an Agile environment.
• Assisting team in implementing O365 Mailbox Migrations through Scrum planning and Agile execution.
• Define projects during concept phase, followed by project set-up, schedule management & communication, expectation management and change management
• Working with Solution architects in preparing HLD and LLD for Transitioning Servers, Databases and applications for DC migration.
• Working with Technical teams on projects, such as Deploying or Decommissioning servers, Providing IT Infrastructure for cloud-based projects, Technology refresh, automation, etc.,
• Influencing cross-department engagement for project execution and drive synchronization across multiple project teams,
• Manage project risks proactively, identify project risks and coordinate internal cross-functional discussions to address risks before they become issues.
Primary role involves providing consulting services for businesses in their expansion plans. Detailing the Expansion plan into Market Entry analysis, Business case analysis, Risk Mitigation, Policy changes, Strategic Alliances, Requirements gathering, etc.
The job involves Merger for acquisition of Indian entity with Regenersis Group. The strategy for completing the acquisition was clearly defined by the stakeholders. Based on the Prince2 Project Management strategy clear terms of reference(TOR) was prepared and monitored. The work was divided into essential workstreams with having a Group Knowledge expert and knowledge expert from the Indian Entity. Preparing the WBS, Risk Register, Issue Log, Weekly dashboards, Stakeholders dashboards were few tasks performed regularly. The change involved legal and structural change which involves financial, IT, Regulatory changes in sync with the Regenersis Group requirement. Microsoft Dynamics implementation for the Group was one of the essential task. Conversion of company from ltd to India Private limited. Content development for new website which runs on all platforms including Tablet and mobiles. Social media marketing for acquiring new customers. E-mails transitions from local to Regenersis Group. Migration of Data from standalone applications and software to Microsoft Dynamics NAV CRM. Compliance with local laws for change in legal name. Communication strategy to the customers post the name change. Assessment of existing HR practices and recommending the changes required by Regenersis Group. RFP process for selecting the vendor for Branding activities. Reconciliation process with existing Financial software Tally with Microsoft Dynamics NAV.
Employed as Project Manager
Working with PMO and implementation through PMP standards
Business Development: Communicating with the Stake holders about business proposal (ROI) . Preparing the Company fact sheet, RFP document, Product brief document, and Financial Simulators. Contracts, NCND and SOW preparation. Strategic planning and proposing different Business Operating models.
Hiring and Training: Preparing Hiring plans, training documents. Interviewing candidates at all levels for the Project. Assigning roles and responsibilities for the Operations Management team. Work closely with the NLP Trainers and contact center leadership team to ensure service delivery on agreed timelines. Prioritizing innovative reward and engagement strategies to boost team motivation.
Quality and Compliance: Formulating the quality supervising forms, Quality control tools, Quality Framework for driving the importance about quality and compliance. Ensuring adherence to Data Protection Act, TPS adherence and other adherences applicable for a Contact Center. Support compliance with legal, regulatory and corporate requirements.
Project Management: Scope Management, Defining Project Goals and milestones. Developing flow charts & performing technical audits for Contact Centers. Project Implementation plan through Gantt chart and other tools. Tracking project deliverable using appropriate tools. Framing KRAs and KPI to enhance performance. Based on Product Life Cycle, assisted the developers on building the CRM. Change Management for better Business results.
HSBC Global Resourcing Service Delivery (GR-SD) - The world's largest dedicated banking and financial services outsourcing service provider involving HSBC Global Resourcing (UK) Limited (HGRL) which co-ordinates the efforts of 19 Group Service Centers (GSCs) operating in 8 countries.
May 2006 till March 2011
• Formulating the Key Performance Indicators for the team by ensuring a competitive environment is created.
• Effective communication with peers in terms of best practice sharing to ensure that optimum use of resource is made across the sections and that a robust cross training plan is in place to multi skill operation teams. Assessing the Business Impact Analysis and to have robust business continuity planning.
• Ensure that the Performance Management Model is adhered to, and that performance reviews, salary reviews, and development plans are delivered in a timely manner.
• Providing strategic direction to the team to improve delivery on agreed performance standards
• Opt In for Growth compiling for the section of 100 staff for measurement of performance metrics across different processing site.
• Create an environment where process improvements are identified, scrutinized, implemented, and rewarded. Ensure timely communication with business areas, project team and staff.
• Assists in the implementation of the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Compliance Officer ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
• Conversion and transformation of online transaction Entry (IBM Mainframe) application to FTP (Finance Transformation Platform) Web Based.
• Conversion of Manual fax to e-fax.
• Implementation of New Teller system (HFE) which is part of OneHSBC roll out for the CTR Process.
• Lean Certified for a Business re-engineering project.
Project Scope Management Project Implementation Plan Business Development Strategic Planning Business optimization Model Project Management Tools Risk Management Change Management